Grizzly Poor Customer service

I order some dust collectors parts and hose from Grizzly two weeks ago. I did receive the parts last week. One of the part was wrong. A wrong part in right package I called Grizzly on Monday explain them the situation. They promise to resolve the issue and call me back next day (Tuesday). I did not receive any call from Grizzly on Tuesday so I called back, talk to technician again and did not get any satisfactory answer. That technician promised a return call next day. Of course I did not get call on Wednesday so I call again on Wednesday. Same story.
So now I have an item that I cannot use and Grizzly is not co-operative to replace it or give me credit. I can send it back then, I have to pay 10% restocking fee plus freight cost.
What kind of customer service. ?
This was my first order with Grizzly and it will be my last order. I usually purchase from Lee valley and never had any issues on replacement. The reason I decided to purchase from Grizzly is to try Grizzly products. There was no difference in price.
Is any one have any issue with Grizzly or I am just single out?
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J wrote:

Looks like you will have to become a real PITA to them. No way you should pay anything. Looks like you have to talk to Mr. Grizzly instead of the hired help. -- Ed snipped-for-privacy@snet.net http://pages.cthome.net/edhome
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You will not have to pay a restocking fee for an incorrect shipment. This is not the case with Grizzly, and never has been. Keep trying. There should be no reason for them to need to call you back. Resolve the issue over the phone, if not with the first person who answers, then with his/her manager.
My only issue with any Grizzly product was solved promptly and satisfactorily via email. Never picked up the phone once.
Brian.

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Cut your nose off to spite your face if you insist, but Grizzly is one of the better companies out there to deal with. I've ordered quite a bit from them, as well as Lee Valley (tho it's been awhile) and others. Depending on the item, Grizzly's prices are sometimes really good, sometimes just OK. But the few times I've had problems, they've made it right.
Tim Carver snipped-for-privacy@twocarvers.com
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It can be very hit and miss with the quality of the person who answers the phone at Grizzly. The "technical support" staff at the long distance number (unfortunately not toll free) have been pretty good in my experience, but the "sales staff" at the main number are generally not very knowledgeable . Even though they make mistakes, I found everyone I spoke to commited to solving the problem. Yes, it took a few tries before they got it right, but they persisted until the problem was resolved.
I never have expectation of any mail order company in any industry ever calling me back, even if they say they will. I just plan to call back the next day. If they beat me to it, I am pleasantly surprised, but I've learned that waiting for that call and being angry when it doesn't come just raises my blood pressure.
When I go the mail order route with any product, I accept that those companies take certain shortcuts to support those low prices. Sadly, it has become the norm, but I'll tolerate it and trade some of my own extra effort to save the dollars.
If you really want the tool, stick with it until you get the right part. If you really want to send it back, I' pretty sure they'll take it back at no cost to you, but you might have to invest a dollar or two in long distance charges.
Tom
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I've been very happy with Griz service... I've never ordered any of their big iron, mostly small things.. but they do seem to be getting better and better.
I ordered a dial indicator set and it showed up 3 days after I ordered it online. There was a small cosmetic knick in one of the accessories, so I thought I'd see if they would replace the part... No dice... they instead shipped a whole new dial set, 2nd day, no return of the original.
I've ordered probably 10 or 12 times from them in the last say 3 or 4 years, and never had a problem, if you would call it that... and shipping has always been fast.
HTH
John

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If you search, you will find my grip against Grizzly. But I have an update.
I called, asked for a manager, got one, and it did take some time, but everything worked out in my favor, didn't have to pay anything for shipping wrong or damaged parts back and they gave me two gift certificates to boot!
Lower prices direct from the factory means a PITA sometimes, but it works out in the end!
Dave
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J wrote:

You mentioned "technician". Are you calling their technical support number?
For packaging problems I'd call the customer service number. If you're dealing with the technical support staff it would be my guess the problem is getting dropped in the crack when tech support tries to hand the ball off to customer service.
-- Jack Novak Buffalo, NY - USA (Remove "SPAM" from email address to reply)
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